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Universal Containers has a robust Knowledge Base with several hundred articles. The management team has
recently identified 15 knowledge articles that contain confidential product information and should only be
visible to internal support reps.
Which system configuration should the consultant recommend to ensure these 15 articles have been properly
secured?
Universal Containers (UC) wants to improve customer satisfaction by diversifying its interaction channels.
UC's goal is to enhance real-time communication and support.
Which interaction channel should the consultant suggest to UC?
Universal Containers has implemented Service Cloud. The company needs key performance indicators (KPIs)
to ensure that its customer support
center is profitable.
Which metric should a consultant use to help executive management understand support center costs?
Support managers have requested the ability to provide real-time feedback to agents
during customer chat sessions.
Which feature should a consultant configure to meet this requirement?
Universal Containers wants to offer its customers interactive chat as well as case processing.
The same team of service agents will be handling both types of communication from customers.
Which solution should a consultant recommend to ensure that service agents are only assigned an
appropriate number of issues?
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